Thatch.ai 

Customer Success Manager, Small & Medium Business (SMB)

Account Executive - Small & Medium Business (SMB)

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We are seeking an entrepreneurial Customer Success Manager to manage a diverse portfolio of Small and Medium Business (SMB) employer clients. This role involves delivering scalable, programmatic support across onboarding, renewals, and open enrollment. You will work cross-functionally with Sales, Operations, and Product teams to ensure customer success and maximize value from the Thatch platform. The ideal candidate is organized, resourceful, and passionate about helping small and midsize employers navigate benefits and ICHRA with confidence. Responsibilities include managing a high volume of clients, coordinating streamlined onboarding, supporting open enrollment planning, proactively addressing customer issues, tracking customer health, advocating for customer needs, resolving escalations, and contributing to internal tooling development.

<h3 class="mb-4 text-xl font-extrabold tracking-tight text-gray-900 sm:text-3xl md:text-2xl">About the role</h3>
<p class="mt-4">We’re looking for a nimble and entrepreneurial Customer Success Manager to support our growing base of SMB customers. In this role, you’ll manage a large, diverse portfolio of employer clients – delivering scalable, programmatic support across onboarding, renewals, and open enrollment.</p>
<p>This is a great opportunity for someone who is energized by process development, customer education, and balancing high-volume account management with focused attention on top areas of impact. You’ll work cross-functionally with our Sales, Operations, and Product teams to ensure customers are set up for success and are maximizing their value from the Thatch platform. If you’re organized, resourceful, and excited to help small and midsize employers navigate Thatch and ICHRA with confidence, this role is for you.</p>
<div class="mt-10">
<h3 class="mb-4 text-xl font-extrabold tracking-tight text-gray-900 sm:text-3xl md:text-2xl">What you'll do</h3>
<ul class="ml-4 list-disc">
<li>Manage a large book of SMB employer clients, providing programmatic support across onboarding, open enrollment, and renewal through scalable processes</li>
<li>Coordinate and execute streamlined onboarding processes, primarily during peak season when most new companies go live</li>
<li>Support open enrollment planning and execution through standardized toolkits, training sessions, and communication best practices, including collaboration with brokers</li>
<li>Deliver timely and proactive outreach to customers regarding enrollment challenges or other issues to mitigate poor member experiences and customer escalations</li>
<li>Track customer health, satisfaction, and enrollment metrics to identify risks and surface opportunity areas for greatest impact</li>
<li>Advocate for customer needs internally, sharing feedback and insights to inform product roadmap and service improvements</li>
<li>Partner with internal teams to resolve customer questions, triage escalations, and improve processes</li>
<li>Contribute to the development of internal tooling and dashboards to generate visibility into portfolio and create automated workflows and communications for account cohorts</li>
<li>Support Sales with customer references and develop a subset of SMB champions</li>
</ul>
</div>
<div class="mt-10">
<h3 class="mb-4 text-xl font-extrabold tracking-tight text-gray-900 sm:text-3xl md:text-2xl">Background we're looking for</h3>
<ul class="ml-4 list-disc">
<li>2-4 years of experience in Customer Success, Account Management, or Customer Support – ideally within health benefits, HR/benefits tech, or digital health</li>
<li>Experience managing a high volume of customers and providing structured support at scale</li>
<li>Strong organizational and time management skills – able to prioritize effectively across multiple accounts and deliverables</li>
<li>Clear, empathetic communicator with a knack for distilling complex topics into actionable guidance</li>
<li>Comfortable working cross-functionally and collaborating in a fast-paced, evolving environment</li>
<li>Tech-savvy and data-minded – you’re comfortable navigating internal tools and using data insights to drive prioritization</li>
<li>Customer-first mindset with a strong sense of accountability and follow-through</li>
<li>A team player with a learning mindset – open to evolving processes and systems</li>
</ul>
</div>
<div class="mt-10">
<h3 class="mb-4 text-xl font-extrabold tracking-tight text-gray-900 sm:text-3xl md:text-2xl">Experience we’d be particularly excited about</h3>
<ul class="ml-4 mt-4 list-disc">
<li>Thrives in a startup environment</li>
<li>Experience with healthcare, specifically with employer benefits or insurance, a plus</li>
</ul>
</div>
<div class="mt-10">
<h3 class="mb-4 text-xl font-extrabold text-gray-900 sm:text-3xl md:text-2xl">What to expect</h3>
<p class="mt-4">We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:</p>
<ul class="ml-8 mt-4 list-disc">
<li>20-30 minute Zoom meeting to talk through your background and interest in Thatch</li>
<li>30 minute Zoom meeting with the hiring manager to dive deeper into your experience and the role</li>
<li>30 minute Zoom meeting to meet 3-4 members of the team</li>
<li>30 minute Zoom meeting with the hiring manager to work through a live case study</li>
<li>30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles</li>
</ul>
</div>

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<div><div><strong>Who We Are</strong></div> <div>&nbsp;</div> <div>Temporal is an open source programming model that can simplify code, make applications more reliable, and help developers focus on the important things like delivering features faster. Our amazing user community provides us with real-time feedback and contributions to improve the developer experience everywhere.</div> <div>&nbsp;</div> <div>Backed by top VC firms, we have built a team of professionals from various successful start-ups and well-known technology companies. Together, we collaborate cross-functionally, engage with and support our users to improve the developer experience, deliver world-class open-source software, and enhance our commercial SaaS platform.</div> <div>&nbsp;</div> <div>Temporal is growing and working towards building the best community. We are looking for those who share our values, challenge 'standard' thinking, and want to influence our future. 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Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity.</em></div> <div>&nbsp;</div> <div><em>Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you need to request a reasonable accommodation, please let your Recruiter know so we can assist.</em></div> <div>&nbsp;</div> <div><em>We are not working with external recruitment agencies, thanks.</em></div></div>

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